A new IDC survey-based study reveals a significant shift in IT sourcing channels among European SMBs. While basic hardware needs still take up a large share of the IT budget, new technologies — particularly those that IDC refers to as the 3rd Platform (social media, Big Data, mobile, and cloud) — have started to impact on SMBs.
“This transition is changing SMBs’ needs toward more complex solutions which require more support and value-added services from channel partners, and triggers a shift in IT sourcing toward system integrators, high-end VARs, and public cloud service providers,” says Serena Da Rold, program manager, IDC European Industry Solutions. “This trend is particularly evident among high-end midsize organisations.”
Further findings from the study include:
• Channels are vital for IT vendors when targeting SMBs, and both vendors and channel partners need to understand how SMBs select their IT sources in order to target them more effectively.
• The top two IT supplier selection criteria remain customer service and support and a low price across all sizes, but the importance of a low total cost of ownership has climbed to third position among SMBs.
• The level of satisfaction with the primary IT supplier overall is reasonably high, but the three most valued areas are still those where satisfaction could be improved the most.
• Overall, small companies tend to have lower expectations, but also lower satisfaction levels, while midsize companies are progressively more demanding, but also more satisfied with their vendors’ performance.